Senior Manager Sales Force Automation

Job Title:

Senior Manager – SFA

Business Unit:

Strategic Business Research

Location:

Mumbai

At Sun Pharma, we commit to helping you "Create your own sunshine"— by fostering an environment where you grow at every step, take charge of your journey and thrive in a supportive community.

As you enter the Sun Pharma world, you'll find yourself becoming 'Better every day' through continuous progress. Exhibit self-drive as you 'Take charge' and lead with confidence. Additionally, demonstrate a collaborative spirit, knowing that we 'Thrive together' and support each other's journeys."

Key responsibilities:

Customer Data Management:

• Own doctor and chemist master data – ensuring accuracy, completeness, and compliance.
• Lead data governance, cleansing, deduplication, and periodic refresh processes.
• Define SLAs/TATs for new customer additions and updates.
• Continual coordination with business stakeholders for customer master updation and changes

CRM Strategy & Governance:

• Define and implement the CRM vision, roadmap, and adoption strategy across all BUs.
• Establish CRM policies, guidelines, and SOPs aligned to sales and marketing priorities.
• Drive continuous improvement initiatives for CRM usability and effectiveness.
• Project management and tracking of overall existing modules and enhancement operations related to CRM platform.

Helpdesk Management (Higher emphasis on customer master data):

• Lead the CRM/iPad Helpdesk team for field force and business unit support.
• Define and monitor SLAs for query resolution, iPad dispatches, and technical troubleshooting.
• Track and report helpdesk performance metrics (ticket volume, TAT, first response rate, user satisfaction).
• Establish knowledge base, FAQs, and self-service portals to reduce repeat queries.
• Act as an escalation point for unresolved or high-priority issues.

Field Force Enablement:

• Drive CRM adoption through trainings, refreshers, and change management.
• Capture field feedback to improve CRM usability and support processes.
• Monitor usage KPIs (logins, call reporting, coverage, engagement quality).

Leadership, Vendor & Internal Stakeholder Management:

• Lead a team of CRM admins, data stewards, helpdesk executives, and analysts.
• Manage external CRM vendors, helpdesk partners, and data providers.
• Track budget utilization, resource allocation, and vendor SLAs.

Compliance & Risk Control:

• Ensure CRM & helpdesk activities follow pharma compliance standards (OPPI/EFPIA codes, internal SOPs).
• Maintain audit trails, documentation, and system access controls.

Job Requirements

Educational Qualification

Graduate/Postgraduate in Business Administration, Information Technology & related field.

MBA or equivalent qualification must.

Experience

8–12 years of overall experience in Sales Force Automation, Data Management, or CRM Lead.

Minimum 3–5 years of direct experience in Customer Master Data Management.

Additional Skills:

• Strong knowledge of Customer Master Data Management (MDM) processes and governance.
• Hands-on experience with Sales Force Automation (SFA) / CRM tools and databases.
• Expertise in data quality, cleansing, validation, and reporting frameworks.
• Ability to design and implement SFA workflows, hierarchies, and approval processes.
• Understanding of compliance requirements (e.g., Pharma compliance, taxation laws like 194R if applicable).
• Advanced proficiency in Excel.
• Strong stakeholder management and cross-functional collaboration abilities.
• Analytical and problem-solving mindset with high attention to detail.
• Excellent communication and presentation skills.
• Ability to lead teams, train users, and drive adoption of SFA/CRM modules.
• Proactive attitude with ownership for deliverables.

Your Success Matters to Us

At Sun Pharma, your success and well-being are our top priorities We provide robust benefits and opportunities to foster personal and professional growth. Join us at Sun Pharma, where every day is an opportunity to grow, collaborate, and make a lasting impact. Let's create a brighter future together

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job.  Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of incumbent(s).